ISO/IEC 20000-1:2018 Complete Documentation Kit + Internal Auditor Training

ISO/IEC 20000-1:2018 — Information technology — Service management — Part 1: Service management system requirements

Download the free sample (PDF) — the complete document master list for this kit and its clause-by-clause cross-reference matrix, so you can see exactly which document answers each requirement of ISO/IEC 20000-1:2018 before you buy.

Every document you need to build, run and certify Service Management System to ISO/IEC 20000-1:2018, written by our lead auditors and supplied as editable Microsoft Word files in an organised folder tree. Replace the highlighted placeholders with your own details and the system is yours — no blank pages, no guessing what an auditor expects.

What is inside

• 00 Read Me First — Kit guide and implementation roadmap, document master list, clause cross-reference matrix
• 01 Manual — 2 manual documents covering every clause
• 02 Policies — 3 policies
• 03 Procedures — 27 procedures
• 04 Forms, Registers & Templates — 17 forms and registers
• 05 Plans & Programmes — 6 plans
• 06 Checklists — 3 checklists including gap analysis and internal audit
• 07 Internal Auditor Training Pack — 8 documents: handbook, trainer's guide, slides outline, exercises, 30-question exam and answer key, course forms

69 documents in total.

How it is written

Each procedure states the steps, the responsible roles, the frequencies and the records produced, so it can be followed on the day you buy it. Every requirement of the standard is mapped to a document in the clause cross-reference matrix — the table certification bodies ask for at stage 1. Auditor notes flag what assessors look for and the nonconformities that come up most often.

Internal auditor training included

This edition adds a complete internal-auditor (IQA) training pack: a participant handbook covering the standard clause by clause from an auditor's viewpoint, a trainer's guide with a two-day agenda, a slide outline, exercises with model answers, a 30-question examination with its marking scheme, and the course records.

Licence

Supplied for the internal use of one organisation, with unlimited internal copies and edits. Not for resale or redistribution outside your organisation.